We are sorry for any issues the consumer is having with their device.
After reviewing the warranty it seems there was a miscommunication regarding the purchase date of the warranty. We previously denied any warranty not purchased at the same time of the insured item. Since then we have adjusted...
this policy making the warranty in fact valid. We apologize for any confusion and will be reaching out to the consumer to continue with the coverage.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer was sent a replacement charger in error. We show that our agents attempted to remedy the situation by offering the consumer to locate their desired charger and we will reimburse costs....
The consumer's concern about locating the correct charger is definitely understood, but it seems that the OEM charger is available through a myriad of different resellers. Moving forward, we have approved to reimburse the cost of a new charger and have provided the claim information to the consumer.
We are sorry for any issues the consumer had with their device.
Looking into the consumer's account, it appears the warranty purchased for the consumers device did not have accidental damage from handling coverage.
We are sorry for any miscommunication the consumer experienced....
At this time we are processing a reimbursement of the consumers warranty cost.
Initial Business Response /* (1000, 6, 2015/08/07) */
We are sorry the consumer had issues with their device.
The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed.
We are now processing the reimbursement and the...
consumer should get it by July 10.
We have contacted the consumer so they will know when to expect the payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund check as of today. Was promised an overnight check and still nothing. Same typical response as I have been getting the whole time to resolve this issue.
Next step is to seek legal counsel for breach of contract and theft as they are withholding my money.
Final Business Response /* (4000, 11, 2015/08/12) */
We are sorry the consumer experienced delays in receiving their reimbursement.
The request for over-night shipping of the payment was placed on Thurs 8/6 but not processed until 8/11. We are addressing the internal issues that caused that delay. We tracked the shipping of the payment and it was delivered on 8/12.
Final Consumer Response /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check has been received. Thank you.
We are sorry for any issue the consumer experienced with their device.
SquareTrade requires its consumers provide a copy of the purchase receipt in order to complete a claim. The consumer's claim was pending a copy of this receipt which caused a delay in the claim process. We have since...
received all necessary documentation and proceeded with the reimbursement of the consumer's device.
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. A tracer has been filed with the shipping company. At this point we are awaiting an update. For the delay the consumer experienced we have refunded the warranty amount
We apologize for any inconvenience that the consumer might have experienced during this process.
We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item.
A framework has proposed to the...
customer in which they will be personally informed at each point of the claims process until completion. In addition we have resolved the issue of a full warranty refund for the Consumer which they were promised.
We will continue to work with the consumer until her concerns are resolved.
We are sorry for any issue the consumer experienced with their device.
According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumer. At this time the affidavit has been sent to consumer 3...
times. Once the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items cost. In regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectly. The unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Can you please reimburse me ASAP.
Thanks
Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installments. In the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they go. According to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchase. We will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled.
Initial Business Response /* (1000, 5, 2016/03/21) */
We apologize for the issue the consumer experienced with their device.
Our records indicate That we did receive the invoice an a check was processed on 3/8.
We are sorry for any issues the consumer had with their device.When a consumer has a device repaired, the cost of the parts and labor are deducted from the warranty coverage. The parts needed for the repair, were more than the maximum coverage of the warranty. We repaired the device and...
returned it to the consumer, however, the cost of the repair concluded the consumer's warranty.
Initial Business Response /* (1000, 8, 2015/11/12) */
We apologize for the issue the consumer experienced.
It has been confirmed that the laptop has been returned and is currently in working condition. For the inconvenience she experienced we refunded the consumer for the purchase price of the...
warranty.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given apology by SquareTrade. They are looking into lack of communication from their end to me. Full warranty price refund is being returned to me and warranty still in effect.
We are sorry for any issues the consumer had with their device. When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement. Before the consumer is sent out a replacement TV they receive an email providing the model and specifications...
of the replacement TV. The consumer is required to reply back to this email accepting the replacement offer. We have made an exception to have the consumers TV replaced with an alternate model.
Hello,
We apologize for the difficulty experienced in this claim.
We would like to start by explaining the significance in coverage with warranties purchased through Costco. Warranties at Costco are advertised as 5 years based off purchase of the item as well as the warranty. Costco...
has a special coverage they offer known as Costco Concierge which begins in year 2 of the 5 year protection plan. Costco Concierge is only available for customers who purchase their TV and warranty through Costco. Based off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the 5 year warranty and makes it 4 years of coverage. We do again apologize for the inconvenience.
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that device. The warranty that was purchased is not a warranty for the device type. The product purchased...
was a certified refurbished item and was paired with a new item condition warranty. As per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased. A reimbursement check has been processed for the warranty cost.
We apologize for any difficulty experienced with this claim.
When the consumer first filed their claim, we requested a copy of the item receipt in order to finalize the claim. This process is what primarily caused the delay the consumer experienced, and we apologize for this. However, we require...
having a copy of a receipt on almost all of our warranties and we are unable to approve claims without this first being provided.
As of now the consumer's claim has been approved for repair, and we would be unable to offer reimbursement or replacement at this time.
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The SquareTrade warranty coverage begins after...
the manufacturer's has ended. In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverage. Currently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired.
I was told by the [redacted] salesman when I bought the Dell computer that the warranty covered all problems - and he repeated the same thing when I returned it with the broken screen. It was then that he gave me the brochure from the warranty company and told me to contact them for the repair or refund. He clearly believed that it was covered and told me so TWICE. I have his name and contact information if you need it.
We are sorry for any issues the consumer is having with their device.
After reviewing the warranty it seems there was a miscommunication regarding the purchase date of the warranty. We previously denied any warranty not purchased at the same time of the insured item. Since then we have adjusted...
this policy making the warranty in fact valid. We apologize for any confusion and will be reaching out to the consumer to continue with the coverage.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer was sent a replacement charger in error. We show that our agents attempted to remedy the situation by offering the consumer to locate their desired charger and we will reimburse costs....
The consumer's concern about locating the correct charger is definitely understood, but it seems that the OEM charger is available through a myriad of different resellers. Moving forward, we have approved to reimburse the cost of a new charger and have provided the claim information to the consumer.
We are sorry for any issues the consumer had with their device.
Looking into the consumer's account, it appears the warranty purchased for the consumers device did not have accidental damage from handling coverage.
We are sorry for any miscommunication the consumer experienced....
At this time we are processing a reimbursement of the consumers warranty cost.
Initial Business Response /* (1000, 6, 2015/08/07) */
We are sorry the consumer had issues with their device.
The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed.
We are now processing the reimbursement and the...
consumer should get it by July 10.
We have contacted the consumer so they will know when to expect the payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund check as of today. Was promised an overnight check and still nothing. Same typical response as I have been getting the whole time to resolve this issue.
Next step is to seek legal counsel for breach of contract and theft as they are withholding my money.
Final Business Response /* (4000, 11, 2015/08/12) */
We are sorry the consumer experienced delays in receiving their reimbursement.
The request for over-night shipping of the payment was placed on Thurs 8/6 but not processed until 8/11. We are addressing the internal issues that caused that delay. We tracked the shipping of the payment and it was delivered on 8/12.
Final Consumer Response /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check has been received. Thank you.
We are sorry for any issue the consumer experienced with their device.
SquareTrade requires its consumers provide a copy of the purchase receipt in order to complete a claim. The consumer's claim was pending a copy of this receipt which caused a delay in the claim process. We have since...
received all necessary documentation and proceeded with the reimbursement of the consumer's device.
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. A tracer has been filed with the shipping company. At this point we are awaiting an update. For the delay the consumer experienced we have refunded the warranty amount
We apologize for any inconvenience that the consumer might have experienced during this process.
We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item.
A framework has proposed to the...
customer in which they will be personally informed at each point of the claims process until completion. In addition we have resolved the issue of a full warranty refund for the Consumer which they were promised.
We will continue to work with the consumer until her concerns are resolved.
We are sorry for any issue the consumer experienced with their device.
According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumer. At this time the affidavit has been sent to consumer 3...
times. Once the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items cost. In regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectly. The unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Can you please reimburse me ASAP.
Thanks
Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installments. In the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they go. According to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchase. We will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled.
Initial Business Response /* (1000, 5, 2016/03/21) */
We apologize for the issue the consumer experienced with their device.
Our records indicate That we did receive the invoice an a check was processed on 3/8.
We are sorry for any issues the consumer had with their device.When a consumer has a device repaired, the cost of the parts and labor are deducted from the warranty coverage. The parts needed for the repair, were more than the maximum coverage of the warranty. We repaired the device and...
returned it to the consumer, however, the cost of the repair concluded the consumer's warranty.
Initial Business Response /* (1000, 8, 2015/11/12) */
We apologize for the issue the consumer experienced.
It has been confirmed that the laptop has been returned and is currently in working condition. For the inconvenience she experienced we refunded the consumer for the purchase price of the...
warranty.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given apology by SquareTrade. They are looking into lack of communication from their end to me. Full warranty price refund is being returned to me and warranty still in effect.
We are sorry for any issues the consumer had with their device. When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement. Before the consumer is sent out a replacement TV they receive an email providing the model and specifications...
of the replacement TV. The consumer is required to reply back to this email accepting the replacement offer. We have made an exception to have the consumers TV replaced with an alternate model.
Hello,
We apologize for the difficulty experienced in this claim.
We would like to start by explaining the significance in coverage with warranties purchased through Costco. Warranties at Costco are advertised as 5 years based off purchase of the item as well as the warranty. Costco...
has a special coverage they offer known as Costco Concierge which begins in year 2 of the 5 year protection plan. Costco Concierge is only available for customers who purchase their TV and warranty through Costco. Based off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the 5 year warranty and makes it 4 years of coverage. We do again apologize for the inconvenience.
According to the consumer's warranty contract SquareTrade is only obligated to reimburse up to the item price.
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that device. The warranty that was purchased is not a warranty for the device type. The product purchased...
was a certified refurbished item and was paired with a new item condition warranty. As per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased. A reimbursement check has been processed for the warranty cost.
We apologize for any difficulty experienced with this claim.
When the consumer first filed their claim, we requested a copy of the item receipt in order to finalize the claim. This process is what primarily caused the delay the consumer experienced, and we apologize for this. However, we require...
having a copy of a receipt on almost all of our warranties and we are unable to approve claims without this first being provided.
As of now the consumer's claim has been approved for repair, and we would be unable to offer reimbursement or replacement at this time.
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The SquareTrade warranty coverage begins after...
the manufacturer's has ended. In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverage. Currently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired.
I was told by the [redacted] salesman when I bought the Dell computer that the warranty covered all problems - and he repeated the same thing when I returned it with the broken screen. It was then that he gave me the brochure from the warranty company and told me to contact them for the repair or refund. He clearly believed that it was covered and told me so TWICE. I have his name and contact information if you need it.